Director, Student Accounts

SUMMARY

In support of the University’s mission and objectives, the Director of Student Accounts provides strategic leadership and operational oversight for all student accounts functions, including student billing, receivables, payment administration, collections, third-party billing, compliance, customer service and related financial reporting. The position partners closely with Financial Aid, Enrollment, Registrar, Finance and Information Technology Services to ensure accurate student financial records, regulatory compliance, operational efficiency, and an exceptional student financial experience. 

Leadership of Student Accounts Function

• Develops departmental goals, performance metrics, and service standards; monitors results and implements continuous process improvements.
• Provides strategic leadership for all Student Accounts processes by ensuring regulatory compliance, maintaining internal controls and promoting excellent customer service.
• Establishes and evaluates internal controls to ensure proper segregation of duties, protection of University assets, accuracy of student accounts and compliance with University policies.
• Champions a student-centered service culture by identifying opportunities to simplify processes, improve communication, and enhance the overall student financial experience.
• Serves as the business owner for the ERP Accounts Receivable Module, including testing, configuration, workflow improvements and system optimization.
• Provides strategic oversight of student billing, receivables, payment administration, and account processing to ensure accuracy, operational efficiency, effective internal controls, and compliance with University policies. 
• Develops and implements collection strategies that balance strong stewardship of University assets with exceptional customer service.
• Provides strategic oversight of all third-party billing programs to ensure contractual compliance, accurate billing, timely reimbursement, and effective partner relationships.  
• Oversees the approval, processing, and compliance of student refunds in accordance with Title IV and University policies.
• Collaborates with Financial Aid, Enrollment, Registrar’s Office, Residence Life, PBA Card, ITS and other internal departments to ensure student account accuracy and the proper flow of information.
• Partners with the Business Office to ensure the timely completion of monthly and year-end processes.
• Manages relationships with outside collection agencies, including account placement, reconciliations, performance monitoring and recovery reporting.
• Directs the analysis of receivable trends, delinquency metrics, refund activity, and financial performance and recommends operational improvements.
• Ensures compliance with all federal, state and institutional regulations related to student accounts.
• Ensures departmental representation in university initiatives, orientations, enrollment events, and training programs to support student engagement and institutional objectives.

Supervision and Management of Student Accounts Personnel

• Provides leadership and direction for the Student Accounts department.  
• Establishes and maintains written policies and procedures for Student Accounts.
• Directs and supervises staff to develop and maintain a high-performance culture that values accountability, leadership and excellent service, including coaching, performance evaluations, succession planning, professional development and cross-training.

Reporting and Compliance Requirements

• Directs the development and analysis of AR Aging, reserve analysis, collection statistics, receivable trends, and bad debt analysis.
• Develops and monitors key performance indicators including receivable aging, collection rates, refund processing times, payment plan participation, write-offs, and customer service metrics.
• Oversees annual IRS Form 1098-T and 1042-S reporting and related tax compliance.
• Monitors changes in federal, state, tax, and higher education regulations.
• Leads departmental support for annual financial statement audit.
• Oversees the review and approval of adjustments and correcting entries to students accounts and ensures appropriate documentation is maintained.
• Oversees the portions of the University catalog and website related to Student Accounts.
• Directs departmental communications to students, parents, and other University personnel.
• Cultivates partnerships with external agencies to support accurate application of payments, establishment of payment plans and monthly reconciliations.

Qualifications

EDUCATION

Bachelor's degree in business, management, finance, accounting or related field required; Master's degree preferred, or equivalent experience.

EXPERIENCE

3+ years in Student Accounts, Accounts Receivable, Finance or related field, including supervisory experience. Experience in higher education is highly preferred, with knowledge of legal requirements pertaining to higher education. Management experience is highly preferred. Experience with account collections is beneficial.

ESSENTIAL COMPETENCIES 

• Customer Service Orientation – Keeps internal and/or external key stakeholder(s), students, parents, faculty, staff and community partners in mind at all times. 
• Professionalism – Displays a high level of professionalism, e.g. timeliness, reliability, communication, and work ethic.
• Christ-first Faith – Provides spiritual support to community members, including students, on their Christian faith journey.
• Adaptable/Flexibility – Ability to change or adjust to change.
• Attention to Detail – Ability to efficiently and accurately focus on a specific task or number of tasks. Reviews details with a critical eye.
• Confidentiality – Maintains the necessary confidentiality and discretion required for the position.
• Conflict Management – Functions professionally and wisely during difficult conversations, while under stress, and while managing challenging situations.
• Develops Others – Ability to promote continuous improvement within teams and/or individuals.
• Effective Communication – Expresses ideas and information in a clear and concise manner both verbally and in writing to convey clear, well-articulated messaging across a wide variety of audiences.
• Establishes Trust – Gains the confidence of others by actions and words that promote being honest, forthcoming, and vulnerable.
• Leadership/Influence – Ability to motivate, coach and develop others, as well as influence a group of people to achieve common goals, and implement university strategies. Strong supervisory skills.
• Problem-solving – Anticipates, evaluates, diagnoses, and resolves problems in a systematic and fact-based manner.
• Project and Time Management – Effective planning and priority setting. Ability to manage several complex projects simultaneously while working under pressure to meet deadlines.
• Results Orientation & Accountability – Takes accountability and identifies, executes and drives actions to consistently achieve desired results.
• Self-development – Grow one’s self-awareness, abilities, skills, and/or talent.
• Teamwork & Collaboration – Creates a climate that fosters commitment to a common vision and shared values that promote cooperation and working together through trust and support of others both departmentally and cross-functionally. 
• Technology – Strong aptitude to learn new technologies as department processes evolve.

ADDITIONAL REQUIREMENTS

• Ability to work non-routine hours during certain times of the year
• Ability to sit for prolonged periods of time

Benefits & Perks 

Join a Christ-first university community committed to academic excellence, spiritual growth, and investing in the well-being of its employees. Palm Beach Atlantic University offers a competitive and comprehensive benefits package designed to support your health, financial well-being, professional growth, and work-life balance. 

Health, Wellness, and Retirement 

• Medical, Dental, and Vision Insurance Options 
• Short-Term Disability, Long-Term Disability, and Employer-Paid Life Insurance 
• Employee Assistance Program (EAP) for confidential personal and work-life support 
• Wellness Program, including access to the Greene Complex Health & Fitness Center
• Retirement Savings Plan with a 7.25% employer match 

Time Away from Work 

• Generous Paid Holiday Time Off, including Good Friday and Easter Monday; the day before and after Thanksgiving; and a two-week Christmas Break.  
• Vacation and Sick Leave 
• Paid Parental Leave 
• Spiritual Retreat Days 

Additional Benefits 

• Tuition Benefit for eligible full-time employees and their dependents for courses at PBA. 

Additional Employee Perks 

• Free parking 
• One complimentary meal per week in the Fraser Dining Hall 
• 10% discount at the PBA Campus Store 
• Commuter discounts for Brightline and Tri-Rail 
• Free admission to the Norton Museum of Art

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